Managing Locations and Phone Numbers

Single-Location Businesses

If you have one location, you don't need to think about locations at all. A default location is created during onboarding, and the location selector is hidden from your dashboard. Everything works at the org level.

Phone Numbers

Your organization can have one or more phone numbers. Your first number is set up during onboarding, and you can add more at any time from Settings → Phone Numbers. If you skipped phone setup during signup, this is also where you connect your first number.

Each number belongs to one location. For a single-location business, that is your default location, which effectively means the whole organization. For a multi-location business, you choose which location a number belongs to when you add it, and a call to that number answers in the context of that location. A caller who reaches your downtown number is handled as a downtown caller.

Your agent always knows about every location (addresses, hours, team members, services). When a caller needs location-specific help and the number isn't already tied to a single location, the agent asks which location they need. For general questions it answers without asking.

Adding a phone number

Go to Settings → Phone Numbers and choose Add number (or the "Add Phone Number" button if you have none yet). You have three options:

• Forward your existing number — we assign you a new number and give you step-by-step instructions to forward your current business line to it. You keep your existing number and callers never notice.
• Get a new number — we provision a new local or toll-free number to use directly as a business line.
• Bring your own Twilio number (BYOT) — if you already have a Twilio account, point your number to Allison using the webhook URLs we provide, then enter your Twilio credentials so your agent can transfer calls.

If your organization has more than one location, you pick which location the number belongs to. If this is your first number and you haven't set a fallback (where your agent sends callers who ask for a person), you can add it in the same step, which also sets up your default call-handling rules.

Adding a number requires an active subscription. There are no per-number or per-location fees; only call minutes are billed (see Billing below).

What's not yet supported

One number maps to one location. A single number can't be shared across a hand-picked group of locations (for example, one number for your three eastern offices and another for your two western). Each number routes to exactly one location, or to the whole organization if you have a single location. If you need group or subset routing, ask Allison to create a support ticket so the team can prioritize it.

Moving a number to a different location after it's added isn't available in the dashboard yet. A number's location is set when you add it. If you need to move one, ask Allison to create a support ticket.

Adding a Location

1. Go to Locations in the sidebar
2. Click Add Location
3. Enter the location name, address, city, state, and zip
4. Click Save

The timezone is automatically detected from the address — no manual selection needed. Coordinates are also stored for future features like service-area routing.

Location-Specific Configuration

Each location can have its own:

• Business hours and holidays — different schedule per office
• Quick Facts — location-specific parking, directions, details
• FAQs — location-specific information
• Team members — staff assigned to that location
• Escalation rules — location-specific routing
• Catalog items — location-specific services or pricing
• Booking calendars — calendars attached to specific locations and team members

Org-level configuration applies to all locations by default. Location-specific entries add to or override the org-level settings.

What Your Agent Knows

For multi-location businesses, your agent's prompt includes all locations with:

• Name and address
• Timezone
• Business hours (from schedules)

The agent uses this to answer questions like "What are your hours at the downtown office?" or "Which location is closer to me?" without needing to search.

Dashboard Location Selector

With multiple locations, a location selector appears in the sidebar. Use it to filter what you see:

• View calls for a specific location
• See location-specific knowledge, catalog items, and escalation rules

Select "All Locations" to see everything across your organization.

Billing

Billing is at the organization level. All locations share one subscription. Usage can be viewed per location but is billed together. There are no per-location fees.

Adding Locations via Conversation

You can ask Allison to add a new location or update an existing location's details (name, address) — through the dashboard chat or by calling Allison. For example: "Add a new location called Eastside Office at 456 Oak Ave, Portland, OR 97201." Deleting locations is managed through the dashboard.